Using the optimum communication channel
Whether social media, live chat or co-browsing, video interaction, or classic channels like the telephone: We use automated analysis to determine the current customer and contact situation in real time, and always direct our communication into the optimum channel. For example a proactive invitation to a text or video chat that leads to increasing revenues. Our integrated and multi-channel range of solutions allows us to offer an optimized customer experience across all communication channels.
In order to reach your customers in the optimum manner, we always direct our customer communication into the appropriate channel.
This makes us a competent partner
Personal customer advice via video live stream
When products or services are purchased online, customers and companies have no personal contact. To make the right purchase decision, however, consumers often need individual advice – especially when it comes to products that need some explanation.
So why not enable personal contact to your customers on your website by offering them advice via video chat? Especially when they are on the verge of making a purchase decision, for example, we support you in getting the best possible value from any potential sales.
Social Media Engagement
Professional management of your social media accounts
As digitization gains pace, social media are used more and more by consumers as a source of information about products and services. In the customer service department, social media enable active and personal communication with customers, quick reaction times and reduction in queries through traditional, more costly channels. In online social networks, however, customers are not only consumers but also opinion leaders. For this reason, the communication needs to be managed so that any negative experiences and opinions remain contained.
Our CRM-2.0 specialists look after your social media accounts, from their planning and implementation right through to actively answering your posts – to ensure a positive reputation.
Proactive customer communication through online chat
A company website is an important port of call for many consumers to find out about products and services. At the same time, the average time customers spend on websites is reducing steadily – especially if the information required is not found instantly. With a chat solution from Arvato, you can contact your customers directly while they visit your homepage and offer them live support. To do this, you simply invite your customers for a chat through your website or mobile app and immediately deal with any questions they may have. Our criteria for making contact is drawn on from Arvato’s own analytical tools and integrated data from your systems.